Forum Discussion

Progfx's avatar
Progfx
Reel Rookie
10 months ago
Solved

Prime Video app new glitches

Starting tonight, when you fast-forward, rewind, or use the instant replay button, when you press play to restart the video it just pauses it instead of playing. Not sure if this app was updated so...
app playback
  • RokuTakashi's avatar
    RokuTakashi
    10 months ago

    Hi Roku Community user,

    Thanks for posting here in the Roku Community.

    We understand you're having trouble controlling the Amazon Prime channel.

    Our team is currently investigating the issue. Additionally, you may want to reach out to Amazon directly, as they develop and manage their channel.

    For more information, you can reach them at Prime Video Support | Contact Us

    We appreciate your patience as we work to resolve this issue. Please let us know if you have any other questions.

    Best wishes,
    Kash

catpaws313's avatar
catpaws313
Channel Surfer
10 months ago

RokuTakashi RokuCarly 

Update: I just got off the phone with a Prime Video support tech. They insist the issue is on Roku's side since it's not happening on TVs they have there for testing or on the Prime Video app for Android. They are escalating the issue to their developers who will more than likely contact the Roku developers to resolve the issue.

RokuTakashi's avatar
RokuTakashi
Community Moderator
10 months ago

Hi, catpaws313 

Thanks for posting, and welcome to the Roku Community.

We appreciate your efforts in reaching out to Prime Video regarding an issue with their app. For this matter, we'd like to request specific details that will be used for investigating this matter further. Can you please provide the details below:

  • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
  • Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

Once we have this information, our team will be able to move forward and investigate further.

Best wishes,
Kash

  • catpaws313's avatar
    catpaws313
    Channel Surfer
    10 months ago

    RokuTakashi I replied with the requested information as an email. If you need me to post the information here, please let me know.

    Thanks

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      9 months ago

      Hi, catpaws313 

      Thanks for keeping us posted.

      You can post the information here or send it through Private message so it can be forwarded directly to the appropriate Roku team.

      We'll wait for your response.

      Best wishes,
      Kash

      • catpaws313's avatar
        catpaws313
        Channel Surfer
        9 months ago

        RokuTakashi 

        Scenario: When watching a video on the Prime Video app on my Roku TV, I press the instant replay button, the video rewinds 10 seconds and then freezes. The video does not start playing and it will not go back another 10 seconds if I press the instant replay button again. The video will only start playing again if I press the Pause or Play buttons. This issue started a few weeks ago. Before that, I could press the instant replay button once or multiple times and the video starts playing again once it's done rewinding. One day it was working and the next day it wasn't.

        Troubleshooting performed: Rebooted the TV, logged out of the app, uninstalled the app, reinstalled the app, logged back into the app. Watched videos on other streaming apps on the same TV to see if the issue is happening on the other apps. Watched a particular video on the Prime Video app and then watched the same video on another streaming app on the same TV to see if the issue replicated with the same video on another app. Downloaded the Prime Video app to my Android tablet and watched a video I had been watching on the TV to see if the issue replicated on the tablet. The issue with the instant replay feature only happens when watching a video on the Prime Video app on my Roku TV. It does not happen on any other streaming app on the same TV or on the Prime Video app on my Android tablet.

        Issue ID: 1W-485-581

        Serial number: X02000TC6N1W (SOLLM2AC6N1W)

        Software version: 14.0.4 / build 12221-DD

        GC version: 12.7.23

        Channel software version: 15.3 / build 2024111414

        When speaking with the Prime Video tech support agent, he mentioned the possibilty of a change on Roku's end that caused a compatibility issue with Prime Video. I hope the above is enough information to figure out what is causing this issue and be able to resolve it.